The Office of the Customer Advocate was established internally in October 2003 with a focus on assisting Ergon Energy to realise its vision of becoming 'a world-class, customer-driven energy business'.

The establishment of internal Customer Advocates within organisations is generally undertaken to give customers confidence that they have a right of independent review, their expectations are being acknowledged and their feedback and concerns will be heard and acted upon.

In essence, the role of Ergon Energy's Customer Advocate is to provide impartial solutions to customer complaints that have not been successfully resolved by Ergon Energy and to ensure fairness and reasonableness for the customer in any negotiation or resolution that may be achieved. The Customer Advocate is positioned within the Office of the Chief Executive and acts independently of Ergon Energy's business when required. However, the Office works closely with the business to provide advice and assistance wherever required on customer related matters.

In addition to their role in our customer feedback process, the Customer Advocate plays an important role in acting as a strong voice for customers. The role ensures that issues of concern to customers are made visible to the business and is involved in driving improvements in customer communications and listening to feedback from key external stakeholders.

Click here for Customer Advocate contact information.